All answers to your questions

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Customer Services

Purchasing & Payments
How do I place an order?

You can place your order at any time through my website, either by registering your details or checking out as a guest.

Do I have to create an account to shop?

An account is not required to shop from my website! But I do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience.

What payment methods do you accept?

Payments can be made through Visa, Mastercard, Paypal, ATM or MB WAY.

Can I change the details of my order once it has been placed?

Providing your order hasn't been dispatched, I will be happy to change the shipping details, add, or remove items from your order. Please contact me, via the Contact page by clicking HERE, with your order number and the updated details ASAP. If your order has already been sent out, then it can no longer be amended.

Please note that changes to your order may be limited during periods of high order volume. Also, unfortunately, I’m unable to edit the billing address once an order has been placed.

When will I receive my item and how can I track delivery?

Once your order is confirmed, I will usually ship within 2 business days (business days do NOT include weekends or holidays). In Europe, delivery takes 1-5 business days, depending on your location. Outside Europe please contact me at [email protected]

Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

I received the wrong item.

If you received an incorrect order, I’m so sorry for the mix-up! Please contact me by email to [email protected], within 14 days of delivery, with your order number, a picture of the incorrect product and a list of the pieces that are missing.

I'll get back to you ASAP!

I received broken item(s) in my order.

I do my best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact me by email to [email protected], within 14 days of delivery so that I may help you further. Please be sure to provide your order number and photos of the broken piece, so I can best assist you!

Can I order an item as a gift?

Yes, you can place your order to be delivered to a third person. When filling the Billing & Shipping form, please let me know that you wish your order to be “Shipped as a gift” in the Additional Information text box.

Important: the purchase ticket for an order with delivery "for gift" does not specify the price of the goods and cannot be used for exchanges and/or returns. To make an exchange or return on such an order, the person who made the purchase must print a copy of the original ticket at his/her account.

It looks like you charged me twice for my order.

I’m so sorry to hear that! If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t worry! I do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Do promo codes expire?

Yes, promo codes do not last forever. All promo codes will come with an expiration date at the time that they are issued, so that you can plan your shopping date accordingly.

Why isn’t my promo code working?

Please copy and paste the promo code into the coupon box to apply the discount. Keep in mind that promo codes cannot be combined nor can they be applied towards shipping.

Will my package be charged delivery/customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, I’m unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.

What countries do you ship to?

I ship to all over the world. If you let me know what items you want to purchase and the country of destination, I can give you an estimate of the shipping costs, and the shipping time. Please contact me at [email protected]

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your order and shipping total. We are not responsible for fees associated with import. All fees must be paid by the parcel recipient.

Return and Refunds
How do I return an item?

If you are in any way dissatisfied with your purchase, you may return it within 14 days, at your cost for a refund or replacement. I cannot refund return delivery costs. The item must be unused, in the same condition as it was delivered and packed in its original packaging. I recommend returning the goods by an insured and trackable mail service, as I cannot refund items lost during return transit or not in a fully saleable condition.

When will my refund be processed?

I aim to process all refunds within 14 working days after receiving your return, using the same method originally used by you to pay for your purchase. The funds may take time to arrive in your account, depending on which bank you use.

Can I get a refund if the price has changed?

Unfortunately, I’m unable to honour any promotions for orders placed outside the promotional time frame, as this would be unfair to the rest of the customers. I’m so sorry for any inconvenience and appreciate your understanding!

I need my refund redirected to a different account.

So sorry for the issue! Unfortunately, I’m only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

Can I return and exchange my gift for a different item?

Yes, just follow the procedures for “How do I return an item”.

Products and Stock
Where can I purchase Luisa Torres ceramics?

The only way to be sure you're getting my exclusive ceramics is to order from the website or contact me directly.

Other questions
Do you have a phone number I can contact?

I currently don’t have a phone number for customer service inquiries. I recommend consulting my FAQs page to find answers to your questions. If you can’t find what you’re looking for or need help regarding your order, I will be more than happy to assist you! Please submit a request via the Contact page by clicking HERE!

How can I unsubscribe from your emails/newsletters?

You can unsubscribe from my emails by scrolling down into a previous email I've sent you and select unsubscribe. This will remove you from the emailing list!

If you change your mind later, you can still subscribe to our newsletters by signing up on the website.

I'm having trouble logging in to my account.

If you received a message that says, “Invalid login credentials”, this means your email address or password wasn’t recognized by the system. No worries, we can totally fix this!

  • Double check to see if you’re using the same email address and password you registered with.
  • If you can’t remember your password, click on the “forgotten password” link. It will ask for your email address, and it will email you with a link that will let you create a new password.
  • If you’re still experiencing issues, please contact by email to [email protected]. Please provide screenshots of the error message you’re receiving.
How do I close my account?

I’m sorry to see you go! If you’re really decided to close your account, please submit a request via the Contact page by clicking HERE!

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Santarém, Portugal
[email protected]


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